Change Mobile Operator

With the Multi Operator functionality in Dstny Mobile and Dstny SmartMobile, you are always assured of the best mobile coverage. As a Dstny customer, you can easily switch between the strong networks of Proximus and Telenet. We handle the connection and remain your trusted point of contact for service and support. Discover how to easily switch networks below!

Step 1. New SIM Cards

Do you want to change the underlying mobile network within the Dstny offering? You can choose between the strong networks of Proximus or Telenet. For this, you’ll need a new SIM card from the selected provider. You remain a Dstny customer and can request the change easily through our channels. You can choose between a physical SIM card or an eSIM. Below, you'll find the steps to make the request.

E-SIM

If you opt for an eSIM, it’s essential to verify that your mobile device supports this method. You can check this in your device’s settings. Below are the steps for different mobile operating systems:

iOS: Go to Settings > Mobile Services, and look for the Add eSIM option.
Android: Navigate to Settings > Connections > SIM Card Manager, and check for the Add eSIM option.

Note: Menu options may vary slightly depending on your device's operating system version.
Alternatively, refer to the manufacturer’s documentation or reliable websites like GSMArena.com to verify compatibility.

For more details on the eSIM activation process, refer to the Dstny SIM Card Activation and Management Guide.

Physical SIM Card

If you prefer to use a physical SIM card for your new mobile network, you may need to order one from Dstny. However, if you already have spare SIM cards from your new operator, you can use those as well.

You can easily order new SIM cards via the MyDstny portal. In the left-hand panel, under UC & Mobile Services, you can request SIM cards.

Below is a screenshot showing where to make the request in MyDstny.

When you select ‘Request SIM Cards’, a new window will open, allowing you to configure your request.

Follow these steps to complete your request:

Select SIM Type
Since eSIMs do not need to be pre-ordered, you will only need to select a physical SIM.
Select SIM Card Type
Choose the Dstny mobile network for which you want to order the new SIM cards. You can choose between Dstny Proximus or Dstny Telenet.
Enter the Number of SIM Cards
Indicate how many SIM cards you wish to order.
Provide Additional Information
Enter contact details, comments, and complete the delivery address where the SIM cards should be sent.

Once you click “Send Request”, the order for your new SIM cards will be processed by Dstny.

Step 2. Change mobile operator

Switching operators is done at the user level. In the MyDstny portal, select the user who needs to switch mobile networks.

Navigate to the User List

In the left menu, click on "Manage Users".
Then select "Overview".
A list of all users will appear.

Find and Select the Correct User

Use the search fields above the columns to quickly find the correct user.
Once you select the user, the "Service Detail" page will open, displaying all mobile settings such as:
- Mobile number
- SIM card number
- PUK codes
- Current operator

On this page, you can also check which operator the user is currently connected to.

With the option to change this operator.

When you click the pencil icon to edit, a new screen will open showing the “from – to” information at the top of the screen. You will also be prompted to make a SIM card selection.

When selecting a SIM card option, the following definitions apply:

Option 1: "My user has an unused SIM card and will enter it later"

As the fleet manager, I’ve already given the user an unused SIM card. The user will replace it once the mobile network connected to the old SIM card is disconnected.

Option 2: "I have an unused SIM card that I want to use"

As the fleet manager, I have an unused SIM card, which I will replace in the user’s device. When selecting this option, you will need to specify the new SIM card number. The proposed SIM card numbers belong to the new mobile operator. You can identify them by the first two digits of the SIM card number.

A number starting with “21” is a Dstny Proximus SIM card.
A number starting with “89” is a Dstny Telenet SIM card.

Use the search field to quickly find the correct SIM card. Simply enter the last four digits of the SIM card number.

Option 3: “Use eSIM”

If you select this option, ensure that the user’s device supports eSIM. The user will receive emails with instructions on how to activate the eSIM. For more information, refer to the Dstny SIM Card Activation and Management Guide.

By saving the configuration in the pop-up screen, the transfer of the mobile number to the new operator will begin.

What happens next?

On the user's Service Detail page, you will see the following status updates:

Operator: A spinning wheel will appear, indicating that the operator change is in progress. This will also be displayed when you hover over the icon.
SIM card status: The status will change to "Pending provisioning."

Important!

Once the porting process to the new operator is complete, you will lose connection to the old operator's mobile network, and the connection to the new operator will be active. This is the moment to replace your physical SIM card or activate the eSIM from the new operator.

Physical SIM Cards: The Differences

How can you tell which Dstny SIM card belongs to which operator?

The SIM cards for Dstny mobile networks, for both Proximus and Telenet, are fully branded with the Dstny logo and colors. However, there are a few visual characteristics that help distinguish a Dstny Proximus SIM card from a Dstny Telenet SIM card.

Dstny Proximus SIM-kaarten

Dstny Proximus SIM cards are shaped like a bank or credit card. In addition to the Dstny logo and colors, there is also an image of a person on the card.

On the left, you see the front of the Dstny Proximus SIM card. On the right, you see the back, which includes information about the SIM card number, PIN1, PIN2, PUK1, and PUK2 codes.